Everyone will, at some time or other, have planned a nice evening out at a restaurant. Choose an establishment with a good atmosphere and a promising menu and everything looks set for a successful evening. Whether it does indeed prove a success and go according to plan, however, depends on various factors that only become clear in the course of the evening – your mood, your dining companion(s), the other people at the restaurant and of course what the food tastes like.
“The experience of a visit to a restaurant is a highly subjective form of quality. For our work at LANXESS, on the other hand, we need a systematic understanding of quality,” explains Joachim Waldi, head of the Technology, Safety & Environment (PTSE) group function. It must be verifiable and satisfy objective functionality, safety and reliability criteria. In the first instance, quality assurance ensures that quality is inherent in the product from the outset. But that is not enough. All the processes involved in making a product must gel together to deliver excellence. Employees must have detailed knowledge of the specifics while also maintaining a broad overview. “For example, this quality management system standardizes the definitions of our central processes worldwide – that is to say the entire value-added chain from quotation to delivery,” says Waldi. This means, for instance, that ion exchange resins are produced in exactly the same way in Germany as they are in India. Sales processes, warehousing and the handling of hazardous/recyclable substances are also subject to mandatory regulations all around the world. “For us, this standardized approach lays the foundation for reliable, high-quality work,” continues Waldi, summing up the benefits of quality management.